Refund Policy
Mobieta (hereinafter referred to as “we”) strictly complies with applicable UK laws and regulations as well as the requirements of the GDPR (General Data Protection Regulation). In order to protect your legitimate rights and interests and to clearly define matters related to refunds, this policy is formulated for your understanding and reference. All our sales are conducted through the online store, and there are no offline sales channels.
Refund Conditions
Refund services are available if any of the following conditions are met:
- The order cancellation request has been approved. For specific requirements related to order cancellation, please refer to the Order Cancellation Policy;
- The return and refund request has been approved. For specific requirements related to returns and refunds, please refer to the Return and Exchange Policy.
Refund Method
Refunds will be returned to the original payment card account (Visa, MasterCard) used at the time of payment. Depending on the processing efficiency of different banking institutions, refunds are expected to be credited within 10–15 business days. If you have not received the refund after this period, please contact us promptly for assistance.
Refund Exception Handling
If you encounter abnormal situations such as an incorrect refund amount, refund not received, or incorrect refund account, please contact our customer service team immediately through the designated contact methods and provide relevant information such as the order number, proof of payment, and refund application records. We will verify the situation within 1–3 business days and communicate the handling solution with you. If the issue involves a banking institution, we will assist you in communicating and coordinating with the relevant bank to promote a proper resolution of the issue.
Liability Statement
Subject to meeting the refund conditions, we will strictly follow the procedures and timelines specified in this policy to process refunds and ensure that your refund rights are protected. If a refund delay or error is caused by our operational mistake, we will promptly apologise, correct the issue, and assume the corresponding coordination responsibilities.
If refund delays occur due to reasons not attributable to you or us, such as banking system failures or settlement delays, we will actively assist you in verification and communication but shall not assume direct compensation liability.
With regard to the personal information and order-related information you provide during the refund application process, we will strictly protect such information in accordance with GDPR requirements. It will be used solely for refund processing and will not be disclosed, altered, or used for any other unrelated purposes.
If the refund process cannot proceed normally due to force majeure factors (such as system outages, natural disasters, or policy adjustments), we will promptly notify you of the relevant situation. Once the force majeure factors are eliminated, we will resume processing as soon as possible and provide reasonable solutions based on the actual circumstances, without requiring you to bear any related responsibility.
If the refund fails due to incorrect refund account information provided by you, we will promptly inform you and assist in reprocessing the refund. Any reasonable communication costs incurred during this process shall be handled through mutual consultation. If additional losses arise due to incorrect information and are not attributable to us, we shall not bear the related responsibility.
Contact Us
If you have any questions or needs regarding refunds, you may contact us through the following methods:
- Contact Address: 3608 W FLOURNOY ST APT 1A, CHICAGO, IL 60624, US
- Customer Service Email: suivi@mobieta.com
- Customer Service Phone: +1 (915) 502-1680
- Online Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Central European Time, CET)